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Real Time Analyst at Remitly S.A
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Competencies
Expert in monitoring and optimizing operations in real-time to enhance service delivery.
Proficient in analyzing operational data to identify trends and drive strategic decisions.
Skilled in developing workforce schedules to ensure optimal resource allocation.
Experienced in creating insightful reports that support data-driven decision-making.
Knowledgeable in AML & KYC compliance regulations and effective fraud prevention strategies.
Education
Languages
Summary
Dynamic and results-driven professional with expertise in real-time operations and workforce management within the fintech industry.
Key Achievements
- Achieved 20% improvement in operational efficiency by optimizing real-time monitoring processes.
- Developed comprehensive reports that identified key performance trends, leading to a 15% reduction in service level breaches.
- Successfully managed workforce schedules that enhanced service level adherence by 18% during peak times.
Experience
Real Time Analyst
Monitored real-time operations and managed exceptions to ensure service levels and operational efficiency in a high-volume environment.. Analyzed intraday performance (volume vs. forecast) to identify deviations and recommend data-driven staffing adjustments.. Tracked and reported key KPIs such as service level, attendance, AHT, and schedule efficiency for continuous improvement.. Developed and maintained reports to identify trends, anomalies, and performance gaps.. Collaborated with Operations, IT, and support teams to escalate and resolve service-impacting issues.. Utilized workforce management tools (e.g., IEX) to oversee call flow, staffing, and real-time performance.. Investigated discrepancies and ensured accurate data tracking through proper exception management.. Supported forecasting and capacity planning by analyzing historical and real-time data trends.. Identified process improvement opportunities to optimize efficiency, occupancy, and service delivery.. Managed critical incidents and supported business continuity through structured escalation processes.
Customer Protection Associate
Analyzed real-time and historical operational data to identify trends, performance gaps, and improvement opportunities.. Developed and delivered reports and dashboards to support data-driven decision-making across operations.. Monitored key performance indicators (KPIs) and provided actionable insights to improve service levels and efficiency.. Utilized workforce management and reporting tools to extract, interpret, and present data effectively.. Collaborated with cross-functional teams to translate business needs into data insights and actionable strategies.. Identified patterns in volume, staffing, and performance to support forecasting and capacity planning.. Automated and optimized reporting processes to improve accuracy and reduce manual effort.. Provided real-time and post-analysis insights to support operational and strategic planning.. Monitored transactions and identified suspicious activity, including account takeovers, fraud patterns, and AML risks.. Conducted risk assessments and made data-driven decisions to mitigate fraud while maintaining a seamless customer experience.. Reviewed and verified customer information, ensuring compliance with KYC, regulatory requirements, and sanctions screening.. Communicated with customers and financial institutions to validate transactions and resolve complex cases.. Handled escalations and risk reviews, providing timely and accurate resolutions in high-pressure environments.. Documented investigations, findings, and actions taken, ensuring accuracy and compliance with internal processes.. Collaborated with cross-functional teams (Customer Support, Risk Operations) to improve workflows and case resolution.. Analyzed trends and patterns to proactively identify emerging risks and recommend process improvements.
Workforce Analyst
Developed and managed workforce schedules to optimize resource allocation and meet service level targets.. Analyzed staffing needs and planned monthly headcount movements to improve operational efficiency.. Coordinated scheduling strategies based on client requirements, forecasts, and business needs.. Monitored schedule performance and identified opportunities to enhance productivity and resource utilization.. Collaborated with operations and clients to align staffing plans with project goals and demand fluctuations.. Provided data-driven recommendations for scheduling improvements and workforce optimization.. Supported planning for future events and workload changes to ensure adequate coverage and performance.. Maintained clear communication with stakeholders to address scheduling needs, updates, and concerns.
Customer Service Associate
Managed multiple customer cases simultaneously in a high-volume fintech environment, ensuring timely and accurate resolutions.. Resolved complex financial and account-related issues using analytical and problem-solving skills.. Demonstrated strong knowledge of digital payment platforms and financial services to support customer needs.. Handled sensitive situations and conflicts with professionalism, ensuring positive and compliant outcomes.. Investigated transaction issues and provided solutions aligned with company policies and financial regulations.. Delivered customer-focused support while balancing risk awareness and operational efficiency.. Collaborated with internal teams to escalate and resolve advanced cases effectively.